08/30/18 22:05 PM  

Agent Adapter for Salesforce - Install Agent Adapter for Salesforce Classic View | RingCentral Contact Center

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SummaryThis article describes the steps to install the RingCentral Contact Center Agent Adapter for Salesforce Classic View. Click on the links to view other articles learn more about the RingCentral Contact Center Agent Adapter for Salesforce.
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Agent Adapter for Salesforce - Install Agent Adapter for Salesforce Classic View

 

1. Install the Agent for Salesforce Package.

a. Log into the Salesforce org where you want to install the Agent Adapter for Salesforce.  
b. Go to this link then click on Get it Now.  
c. Follow the installation prompts, choosing the settings applicable to the business need.  
 

2. Assign users to your license

User-added image
a. Click Setup in your Saleforce account.
b. Use the Search box to search for Installed Packages, then click the Installed Packages link.
c. Find the Agent for Salesforce package and click Manage Licenses.
d. Click Add Users.
e. Search for and add users to your license.  
 

3. Assign users to the contact center configuration

a. Modify the Call Center
i. Click Setup in your account menu.
ii. Use the Search box to search for CallCenters, then click Call Centers.
iii. If the Introducing Salesforce CRM Call Center screen appears, click Continue.
iv. Click the call center you want to modify.
v. Click Manage Call Center Users.
vi. Search for and add users to the call center.
b. Modify Individual Users
i. Click Setup in your account menu.
ii. Use the Search box to search for Manage Users, then click Users.
iii. Find the user you want to add to the call center and click the Edit link.
iv. Type the call center name in the Call Center field, or use the search button to search for configured call centers. When done, click Save.
 

4. Configure the SoftPhone Layout

a. Click Setup in your account menu.
b. Use the Search box to search for SoftPhone Layouts, then click SoftPhone Layouts.
c. If the Introducing Salesforce CRM Contact Center screen appears, click Continue.
d. Click Edit next to an existing layout, or create a new one by clicking New.
e. The objects Salesforce searches in a default query are listed in the SoftPhone Layout section, under Display these salesforce.com objects. Click Add / Remove Objects to modify the list of objects to search.
f. The SoftPhone Layout also defines which fields appear in the Results panel of Agent for Salesforce. You can edit the field list for each object type.
g. You can control which action Agent for Salesforce takes when you perform a default or custom query by modifying the CTI 2.0 or Higher Settings.
 

No matter the type of query you make, you will see one of three possible search results:
• No matches found
• Single match found
• Multiple matches found

The Agent for Salesforce can take various actions based on the search results:
• RESULT: No matching records
• ACTION: Don’t open anything
• ACTION: Open a “create new [object]” page – [object] is configurable
• ACTION: Open a custom VisualForce page*
• RESULT: Single-matching record
• ACTION: Don’t open anything
• ACTION: Open the “details” page of the object that was found
• ACTION: Open a custom VisualForce page*
• RESULT: Multiple-matching records
• ACTION: Don’t open anything
• ACTION: Open an advanced query results page containing the objects that were found
• ACTION: Open a custom VisualForce page*
 

5. Assign profiles to the SoftPhone Layout

a. Click Setup in your account menu.
b. Use the Search box to search for SoftPhone Layouts, then click SoftPhone Layouts.
c. If the Introducing Salesforce CRM contact center screen appears, click Continue.
d. Click SoftPhone Layout Assignment.
e. Assign the appropriate SoftPhone Layout for each profile. Profiles assigned to -- Default -- use the layout you specified as the default when you configured the SoftPhone Layout. When done assigning layouts to profiles, click Save.
 

6. Set the sidebar components permission for your users

a. Configure Global Permission:
Click Setup in your account menu.
Use the Search box to search for User Interface, then click the User Interface link that is a child of Customize.
Select the checkbox for Show Custom Sidebar Components on All Pages and click Save.
b. Configure Permission Set:
Click Setup in your account menu.
Use the Search box to search for Permission Sets, then click the Permission Sets link.
Select the checkbox for Show Custom Sidebar On All Pages in the System section, then save the permission set.

NOTE:  At initial installation, the Agent Adapter for Salesforce licenses shows as free trial for 30 days.  If this needs to be converted to paid, contact your account manager.


See also:
Agent Adapter for Salesforce - Overview | RingCentral Contact Center
Agent Adapter for Salesforce - Lightning Experience | RingCentral Contact Center
Agent Adapter for Salesforce - Update Agent Adapter for Salesforce | RingCentral Contact Center
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